CRM Consultant / Senior Consultant

About the Company

Our client is a rapidly growing boutique life sciences consultancy, founded in 2019 to support clients in driving innovation across all aspects of their business. The firm works with organisations of all sizes, ranging from early-stage start-ups through to top-ten pharmaceutical companies.

Its experience and industry knowledge rival larger consultancies, with a key differentiation being a highly collaborative, client-focused approach. The team delivers tailored solutions designed around each client’s needs - resulting in long-term partnerships.

The company’s mission is to deliver impactful work, consistently bringing meaningful value to client organisations.

About the Customer Engagement Excellence Service Line

The Customer Engagement Excellence team operates as an independent, technology-agnostic partner dedicated to the life sciences industry. The team specialises in driving field force excellence, medical excellence, and marketing excellence.

Combining deep industry expertise across platform ecosystem design, customer engagement transformation, AI enablement, and impact-based analytics, the team provides full lifecycle support - from strategy through to execution - helping organisations optimise performance, foster innovation, and achieve sustainable success.

Job Description

Our client is seeking a talented Consultant or Senior Consultant to join the Customer Engagement Excellence team, based in London with hybrid working options.

This role is suited to a motivated individual looking to support pharmaceutical and biotech clients in driving innovation, primarily across CRM systems and business insights strategy and implementation.

Key Responsibilities

• Customer excellence operating model design, business process optimisation, and impact measurement
• System and ecosystem design and implementation (e.g., user requirements definition, user journey mapping, UAT planning and oversight)
• Change management initiatives (e.g., project management, communications, and user training)

You will have exposure to clients and be responsible for developing and delivering high-quality project materials and client deliverables, with support from more experienced team members.

Typical Activities Include

• Delivering clear and concise communications (presentations, emails) to internal teams and external stakeholders
• Conducting primary research (e.g., client and expert interviews)
• Performing secondary research (e.g., analysis of industry reports and existing studies)
• Engaging with key decision-makers within client organisations
• Creating project plans to implement key elements of client CRM strategies
• Overseeing delivery across multiple workstreams (e.g., tool development, communications, training)
• Supporting client IT/technical teams in prioritising and managing enhancements during system implementation (no coding required)

Additional Responsibilities (Consultant / Senior Consultant Level)

• Acting as a key point of contact for clients
• Ensuring high-quality delivery across project workstreams
• Supporting and mentoring junior team members (e.g., Analysts / Senior Analysts)
• Contributing to overall project management and team coordination

Candidate Profile

Education

• Minimum of a 2:1 in a scientific or technical undergraduate degree
• A second degree (e.g., MBA, MSc, MPharm, or PhD) is advantageous but not required

Work Experience

• 3 - 4 years’ experience in business transformation, systems implementation, and/or product management
• Understanding of and experience with CRM systems (e.g., Veeva CRM, Salesforce)
• Experience designing KPIs and using business intelligence tools (e.g., QlikSense, Power BI, Tableau) is a plus
• Knowledge of the pharmaceutical industry (industry or consulting) is advantageous
• Experience managing high-performing teams is a plus

Job-Specific Competencies & Skills

• Strong analytical skills with the ability to think critically and creatively
• Excellent time management, multitasking, and problem-solving abilities
• High attention to detail and commitment to quality
• Strong professional communication skills (oral and written)
• Excellent collaboration skills with the ability to work across functions
• Proactive mindset with a strong commitment to professional services
• Proficiency in MS Office (PowerPoint, Excel, Word, Outlook)